Principal Product Success Manager

Product Excellence (PEx) is the highest-tier team of experts within the Customer Excellence Group (CEG). We are the first line of advisors for our newest products and we are the last line of defense to protect our customers.

This is a unique opportunity to serve as a highest tier HRSD product expert and lead our strategic customers on the path of adopting our newest innovation while ensuring they are getting value from our products.

As a member of the HRSD Product Excellence team you will work directly with customers to enhance their overall experience with our products and make them successful happy customers that want to share their story with others. You will deliver customer programs and monitor customer health to ensure value realization and successful renewals. You will also act as a liaison between the customer excellence and product teams enabling customer facing teams on new products while channeling impactful voice of customer to our product teams.

What you get to do in this role :

• Lead Strategic Customer Engagements : Drive the resolution of complex high-impact and highly visible global customer situations ensuring exceptional customer satisfaction and value realization.
• Innovation & Time-to-Value Acceleration : Develop and execute innovative implementation strategies to reduce time-to-value for CBS and HRSD suites and support adoption of adjacent ServiceNow products in Core Business Workflow.
• Advanced Escalation Management : Serve as the primary escalation point for critical customer issues not resolved by Support Expert Services (ES) or Impact teams.
• Product Strategy & Influence : Partner closely with ServiceNow Product Management and R&D to provide field insights influence the product roadmap and contribute to ongoing innovation.
• HRSD Evangelism & Ecosystem Leadership : Act as a key stakeholder and chief evangelist within the HRSD ecosystem advocating for best practices scalable solutions and cross-functional collaboration.
• At-Risk Account Recovery : Develop and deliver on strategies to support higher retention rates for accounts requiring remediation or strategic attention.
• Mitigate renewal risk : Mitigate renewal risk by proactively identifying at-risk accounts through Product Excellence tooling and AI-driven insights coordinating targeted interventions D&L mitigation strategies and tailored enablement plans. Drive alignment across Customer Excellence Group Sales and Product teams to ensure value realization and renewal success.
• New Product Leadership : Lead early adoption and pilot efforts (Vanguards) for new product releases collaborating with product teams to validate use cases and drive successful outcomes.
• AI-Driven Innovation : Ideate and shape AI-led strategies that align with product roadmap and help reduce customer Time To Value.

Qualifications :

For positions in this location we offer a base pay of $187600 - $328300 plus equity (when applicable) variable / incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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Remote Work : No

Employment Type : Full-time

Key Skills

Time Management,Data Analytics,Analytical,Agile,Requirement Gathering,Strategic thinking,Visio,Communication,Problem Solving,Market Research,UML,Cross Functional Teams

Experience : years

Vacancy : 1